Guest Services Operations Manager

2 weeks ago


Sacramento, California, United States Dimension Hospitality Full time

Job Type:

Full-time

Position Overview:

Reports To: General Manager

Supervises: Guest Services Representatives, Night Audit Team.

Objective: To ensure exceptional service quality for guests by overseeing the operational aspects of the Front Office and guest accounting, thereby upholding established standards and optimizing hotel profitability.

Key Responsibilities:

  1. Oversee Front Desk personnel: including recruitment, termination, performance assessments, training, and professional growth. Organize staff schedules in alignment with labor benchmarks and anticipated occupancy levels.
  2. Uphold guest service quality standards. Enhance profitability and guest satisfaction across various hotel departments. Elevate guest satisfaction through improved service delivery, employee training, and a strong quality image.
  3. Meet financial targets related to revenues and expenses, maximizing profitability within the guest services division.
  4. Formulate both short-term and long-term financial and operational strategies for the guest services sector that align with the hotel's overall goals. Engage in the annual hotel budget preparation.
  5. Administer the reservation process to achieve optimal room occupancy and average daily rates through effective suggestive selling techniques.
  6. Implement protocols for credit management and financial transactions, ensuring the security of funds, guest safety, and emergency readiness.
  7. Address guest complaints related to the department and ensure appropriate corrective measures are taken.
  8. Encourage staff to utilize guest interaction skills effectively. Acknowledge and reward employees who meet or exceed guest expectations.
  9. Perform additional duties as assigned.

Essential Skills:

  1. Ability to analyze and interpret business records and statistical data; understand policies set by management.
  2. Proficient in mathematical skills for financial analysis and budget preparation.
  3. Knowledge of governmental regulations affecting business operations.
  4. Capable of making informed business decisions based on production reports and relevant data.
  5. Skilled in planning and organizing the work of others.
  6. Adept at managing frequent changes and interruptions.

Qualifications:

Education:

  • Bachelor's Degree in Management, Hotel Administration, Business, or a related field.
Experience:
  • At least 1 year of experience in night audit, 2 years in front desk operations, and 1 year in direct sales or retail; or an equivalent combination of education and experience.

Compensation:

$66,560.00 annually



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